2019 SPG Global Quality Accountability Update
SPG Owners & Franchise Management Companies | We would like to provide an update on several Global Accountability programs for SPG properties that will take effect in early 2019. These changes represent the next steps in program deployments that date back to 2017. The Global Quality Accountability programs and processes were first introduced to SPG properties last year, at which time we announced that we would leverage a phased approach to ensure SPG properties had time to adjust to Marriott programs, and to ensure they could focus on integration activities in 2018. As planned, 2019 will represent another phase in that integration process.
Brand Standard Audit (BSA) & Guest Satisfaction Survey (GSS) Thresholds
As part of the phased approach, SPG properties had thresholds set at levels below those of Marriott Rewards hotels. In July 2017, we set GSS thresholds for SPG brands. In 2018, we held those GSS thresholds constant and added BSA thresholds. We will take a step towards closer alignment in 2019 with increased GSS and BSA Operations thresholds.
In the Americas:
- The GSS red thresholds:
- Increasing by two points, to 52 (except The Luxury Collection and St. Regis is moving to 55)
- BSA red thresholds:
- Operations: increasing by 3 points (Luxury and Premium are moving to 77; Select is moving to 76)
- Brand threshold of the BSA did not change
We anticipate an additional increase to these thresholds in 2020 to bring SPG properties closer to full alignment with the thresholds for Marriott Rewards hotels.
Element and Le Meridien BSA Accountability
Accountability for the BSA threshold will begin on January 2, 2019 for Element and Le Meridien. These brands are required to comply with the BSA process and must complete a property certification by January 31.
Sheraton, Aloft, and Element Renovation Program Accountability
Accountability for the Marriott Renovation Program will begin for Sheraton, Aloft, and Element brand hotels January 2019. The Marriott Renovation Program provides a consistent, integrated process to improve the timeliness of renovations for Marriott’s portfolio of brands. By improving compliance, the program will drive brand equity, improve guest experience, and protect owner investment.
Property Certification Reminder
All brands that are subject to BSA Accountability processes must complete a property certification by January 31, 2019. If the property certification is not completed by 5 p.m. ET on this date, properties will lose 16 points on their BSA. A reminder of this deadline will be communicated to properties as part of the Q1 2019 Game Plan and via Weekly Update.
Tools and Resources
Tools and resources are available to help you and your hotels understand the Global Quality program and these changes.
- Understand the Standards and overall audit program by reviewing the launch information located on MGS > Quality > Resources.
- Understand the Accountability Program Guide. This document provides the details of the escalation and notification processes.
- Review the Accountability Report in guestVoice (Launch guestVoice > More > Accountability). This report displays the status of hotels within your portfolio.
Thank you for your commitment to Global Quality and ensuring the continued excellence of the combined portfolio of hotels. Should you have any questions, email qa@marriott.com.
